Design and build an end-to-end renewal strategy (pre-renewal, D-30, D-15, D-7, expiration, post-expiration)
Design multichannel journeys for customer recovery (win-back)
Develop a churn reduction plan for second-year customers
Identify upsell opportunities at the time of renewal
Work with data to map base gaps (email, WhatsApp, payment card)
Propose recovery flows and data enrichment processes
Create segmentations based on behavior and risk
Build dashboards to monitor renewals
Define communication strategy (email, WhatsApp, SMS, push where applicable)
Create strategic copy aligned with Marketing
Define optimal contact timing
Ensure message consistency
Map existing technical capabilities
Define requirements for campaigns and automations
Prioritize necessary improvements
Act as a bridge between business and tech
Ensure compliance with LGPD (Brazilian Data Protection Law)
Manage consents
Structure a secure data repository
Monitor renewal rate by cohort
Forecast future revenue (renewal forecast)
Identify incremental revenue opportunities

Experience in retention or lifecycle management
Experience with renewal campaigns
Ability to work with SQL or structured data
Experience with automation platforms (does not need to be a technical expert, but must understand the logic)
Knowledge of metrics such as churn, LTV, CAC payback, cohort analysis

Senior CRM Analyst – Lifecycle Revenue

Key skills